More effective business processes enable more products and services to be delivered with the same capacity at PARK NOW Group

About the customer 

PARK NOW Group is the largest provider of parking services in Europe. Best known in the Netherlands for its Parkmobile app, the company was founded in 2000. They now perform over 182 million interactions a year. The goal is to use smart technology to make parking easier for everyone, wherever you are in the world.

The challenge

PARK NOW Group uses ServiceNow to manage digital workflows for business activities. Six months after the initial implementation, they needed further professionalisation.

This required re-implementing ServiceNow and thinking outside the box as much as possible. The main challenges were the lack of elaborate processes, the lack of a clear vision for Service Management, and little knowledge of best practices.

The methodology & solution

The process started by organising workshops within the Service Operations & Implementation organisation. During these workshops, all needs and requirements were mapped for the various components that had to be redesigned. They also set up a functional design to support the consultant working on integrating Jira (PARK NOW Group’s software development tool).

From these workshops, it became clear that priorities included improving the case module, the customer service portal, workflow automation of submitted requests and integration between ServiceNow and Jira.

Based on this priority list, the scrum team set everything up to work in sprints. They built the stories that described what needed to be configured in the system. Based on these stories, the teams kept delivering small pieces of new functionality, which PARK NOW Group could quickly provide with feedback and new suggestions for additions.

At the end of the sprint, the coherence of all functionalities was demonstrated, on which feedback was given. With this information, new sprints were started (again including workshops, building new functionalities, test and demo sessions) until the desired result was achieved.

The result

Within 8 weeks, the Service Management platform was set up to optimally support PARK NOW Group’s Service Management organisation. This included the portals (and backend) of Customer Service, IT, Governance, Risk, and Compliance. A successful integration with Jira was also ensured, ensuring a good connection with the management organisation.

ServiceNow now gives employees the perfect mix of automation and flexibility. Some workflows must be followed precisely so that no important tasks are missed. But there are also workflows where employees can create their own tasks based on checklists and what’s needed at the time. This allows departments to decide what’s required for each request.

ServiceNow has been successfully implemented. And now, over 80% of calls follow the same process. This saves a lot of time and hassle.

The re-implementation of ServiceNow has made PARK NOW Group much more mature in terms of Service Management. PARK NOW Group now knows better how to translate new functional needs into concrete actions. Moreover, they have gained a better picture of how to optimally set up Service Management within the organisation and how to offer it as an added value to their customers.